Director of Legal Client Experience, Dallas, Texas

Director of Legal Client Experience
Dallas, Texas

https://jonesnet.com/careers.html#/jobs/16373

Jones Networking is recruiting for a Director of Legal Client Experience to join an established and growing Personal Injury Law Firm in Dallas, Texas. This role focuses on creating an exceptional client journey from the moment a case is signed through final resolution.

Our client welcomes hundreds of new clients each month and seeks a dedicated professional to ensure every client feels informed, supported, and valued throughout their experience with the firm. This individual will serve as a trusted point of contact, proactively strengthen client relationships, resolve concerns quickly, and help create an experience that clients are excited to share with others.

The firm offers a competitive salary, excellent health benefits, generous PTO, a 401(k) plan, and additional employee perks.

Position Summary for the Director of Legal Experience:
The Director of Legal Client Experience will serve as the primary relationship manager for clients throughout the life of their case. This individual will proactively engage with clients, provide consistent support, and ensure concerns are addressed quickly and effectively. This role combines elements of client success, customer experience, account management, and service recovery. The ideal candidate is passionate about delivering an exceptional customer experience and has a proven ability to build trust, manage expectations, and turn challenging situations into positive outcomes.
– Contact all new clients within 24 hours of signing to introduce yourself as an ongoing resource throughout their case journey.
– Provide clients with direct contact information and establish a reliable communication channel.
– Conduct periodic outreach and check-ins to ensure clients feel informed, supported, and connected.
– Monitor and respond to client concerns, questions, and feedback received through phone calls, emails, and text messages.
– Serve as the primary escalation point for clients experiencing communication concerns or service issues.
– Partner with attorneys, paralegals, and support staff to resolve concerns and improve the client experience.
– Proactively identify opportunities to improve communication, satisfaction, and overall service delivery.
– Maintain detailed notes regarding client interactions and resolutions.
– Support post-settlement client engagement efforts, including requesting online reviews and client feedback.
– Help continue to strengthen the firm’s online reputation through outstanding service and positive client experiences.

Qualifications Summary for the Director of Legal Client Experience:
– 3+ years of experience in a client-facing role within a law firm environment is required.
– Prior Personal Injury experience is ideal.
– Strong understanding of the legal case lifecycle, including intake, treatment, litigation, settlement, and case closing processes.
– Exceptional communication skills with the ability to build trust and rapport with clients from diverse backgrounds and circumstances.
– Demonstrated ability to de-escalate difficult conversations and resolve client concerns with professionalism, empathy, and urgency.
– Strong emotional intelligence and active listening skills.
– Highly organized with the ability to manage a high volume of client interactions and competing priorities.
– Ability to work effectively with attorneys, paralegals, case managers, and support staff in a fast-paced environment.
– Experience utilizing case management systems, CRM platforms, and client communication technologies.
– Strong problem-solving skills and a proactive approach to improving the client experience.
– Passion for delivering exceptional client service and maintaining long-term client relationships.

Compensation Summary for the Director of Legal Client Experience:
– Competitive compensation package commensurate with experience and expertise.
– Comprehensive medical and dental insurance options.
– Generous paid time off program in addition to company-observed holidays.
– 401(k) retirement savings plan.
– Exceptional work-life balance with a 34-hour work week and early office closure every Friday.
– Convenient access to an on-site fitness center located within the building.
– Collaborative, team-oriented culture dedicated to providing an exceptional client experience and achieving outstanding results for injured clients.